A PROJECT REPORT

ON

COMPARISON STUDY BETWEEN FLIPKART AND AMAZON INDIA

Submitted in partial fulfilment of the

requirements of the degree of

MASTER OF BUSINESS ADMINISTRATION (MBA)

by

RISHABH
(20110105034)
Supervisor
Dr. Vikrant Jaswal
Assistant Professor

SARDAR PATEL UNIVERSITY

MANDI, 175001
HIMACHAL PRADESH
JUNE, 2022
 DECLARATION

I declare that this written submission represents my ideas in my own words and where others'
ideas or words have been included, I have adequately cited and referenced the original sources. I
also declare that I have adhered to all principles of academic honesty and integrity and have not
misrepresented or fabricated or falsified any idea / data / fact / source in my submission. I
understand that any violation of the above will be cause for disciplinary action by the Institute
and can also evoke penal action from the sources which have thus not been properly cited or
from whom proper permission has not been taken when needed.

Place: Mandi
Date: Signature of the Student
(Rishabh)
 ACKNOWLEDGEMENT

I hereby take this opportunity to express my sincere gratitude to the following eminent
personalities who supported me to complete this project work successfully without any difficulty.

I am indebted to Dr. Vikrant Jaswal, Professor, for his expertise guidance and valuable
suggestions which enable me to submit this project report.

I would like to express my deep regard to our beloved HOD (Head of Department) Dr.
Karan Gupta, HOD for providing us better support in my academic endeavours.

Working on this project was a source of immense knowledge to me, and for that I would
like to thank my university SPU MANDI (H.P), for including this opportunity to gain
experience from practical work in course curriculam.

Finally, I would like to thank one and all who have helped me directly or indirectly in
preparing this project.
customer service, collection of marketing data, and online feedback respectively. These activities
have collectively known as e-commerce or Internet commerce. Online shopping made so easy
for everyone with their product variations and simple way to buy things. An attempt has been
made to critically examine various corporate and business level strategies of two big e-tailers and
those are Flipkart and Amazon. Comparison have been done considering e-commerce
challenges, their business model, funding, revenue generation, growth, survival strategies,
Shoppers’ online shopping experience, value added differentiation, and product offerings. Both
these big players made their own mark in India, but who is going to be ultimate winner or be the
top one is going to be. A comparative study of Flipkart.com with one of the close competitor
Amazon.com delivers the information about the different strategies to succeed in e-commerce
market and different opportunities available in India.

Table of Contents

1 Introduction..............................................................................................................................1

1.1 Objectives..........................................................................................................................2
 1.2 Problem Definition............................................................................................................2

1.3 Research Approach...........................................................................................................2

1.4 Data Collection.................................................................................................................3

1.5 Limitations........................................................................................................................3

2 Literature Review And Theoritical Framework.......................................................................4

2.1 Literature Review..............................................................................................................5

2.2 E-Commerce In India........................................................................................................7

3 Product Or Service Alliances...................................................................................................9

3.1 Flipkart............................................................................................................................10

3.1.1 Exclusive Products...................................................................................................10

3.1.2 Achievements In E- Commerce...............................................................................11

3.1.3 Failure In Music Industry........................................................................................11

3.1.4 Acquisitions.............................................................................................................11

3.2 Amazon...........................................................................................................................12

3.2.1 Exclusive Products...................................................................................................13

3.2.2 Achievements In E- Commerce...............................................................................13

3.2.3 Failure......................................................................................................................13

3.2.4 Acquisitions.............................................................................................................14

4 Logistics.................................................................................................................................15

4.1 Vehicle Tracking Crucial In E-Commerce.....................................................................16

4.2 Flipkart............................................................................................................................17

4.2.1 Logistics Partner......................................................................................................17

4.2.2 Procedure.................................................................................................................18
 4.2.3 Technology Used.....................................................................................................18

4.3 Amazon...........................................................................................................................19

4.3.1 Logistic Partner........................................................................................................19

4.3.2 Procedure.................................................................................................................20

4.3.3 Technology Used.....................................................................................................21

5 Marketing Strategy.................................................................................................................22

5.1 Flipkart............................................................................................................................23

5.1.1 Marketing Mix Of Flipkart......................................................................................24

5.2 Amazon...........................................................................................................................26

5.2.1 Segmentation...........................................................................................................26

5.2.2 Marketing Strategy..................................................................................................26

5.2.3 Marketing Mix.........................................................................................................28

6 Advertising And Promotions..................................................................................................31

6.1 2021 Advertising Statistics For E-Commerce Firms......................................................32

6.2 E-Commerce Advertising Landscape Till 2021..............................................................33

6.3 Flipkart Advertising Agency...........................................................................................35

6.4 Amazon Advertising Agency..........................................................................................36

7 Swot Analysis.........................................................................................................................37

7.1 Flipkart............................................................................................................................38

7.2 Amazon...........................................................................................................................40

8 Data Analysis And Interpretations.........................................................................................43

8.1 Method Of Data Analysis...............................................................................................44

8.2 Demographics.................................................................................................................44
 8.3 How Often Respondent Shop Online..............................................................................45

8.4 Preferred Online Site By Respondent.............................................................................46

8.5 Respondent Payment Method.........................................................................................47

8.6 Respondent Is Most Impressed With Which E-Commerce Site.....................................47

8.7 Respondent Choosing Method Of E-Commerce Site.....................................................48

8.8 Respondent Is More Satisfied With Which Site Pricing.................................................49

8.9 Respondent Would Like To Suggest To Others.............................................................50

8.10 Occasions Preferred By Respondent To Do Shopping...................................................51

8.11 Respondents Faced Problem With..................................................................................52

8.12 Respondents Opinion On Flipkart Customer Care.........................................................53

8.13 Respondents Opinion On Flipkart Customer Care.........................................................54

8.14 Cross Tabulation Of Gender And How Often They Shop Online 55

8.15 Cross Tabulation Of Age And Payment Method............................................................56

8.16 Cross Tabulation Of Gender And Price Satisfaction......................................................58

8.17 Cross Tabulation Of Age And Occasions.......................................................................59

9 Findings, Suggestions And Conclusion..................................................................................61

9.1 Findings...........................................................................................................................62

9.2 Suggestions.....................................................................................................................62

9.3 Conclusion......................................................................................................................63

References......................................................................................................................................64

Appendix........................................................................................................................................65
 LIST OF TABLES

Table 8.1: Demographics of the respondents 44

Table 8.2: How Often Respondent Shop Online 45

Table 8.3: Respondent Online Site Preference 46

Table 8.4: Respondent Payment Method 47

Table 8.5: Respondent’s Positive Towards 47

Table 8.6: Respondent’s Selection Process 48

Table 8.7: Respondent’s Satisfied with Pricing 49

Table 8.8: Respondent Will Suggest To Others 50

Table 8.9: Respondent Is Interested In Buying Particularly 51

Table 8.10: Respondent Troubled In Particular Issue 52

Table 8.11: Respondent Opinion on Flipkart Customer Care 53

Table 8.12: Respondent Opinion on Amazon Customer Care 54

Table 8.13: Crosstabulation of Gender and How Often They Shop Online 55

Table 8.14: Crosstabulation of Age and Payment Method 56

Table 8.15: Crosstabulation of Gender and Satisfied Pricing Online Site 58

Table 8.16: Crosstabulation of Age and Occasion 59

LIST OF FIGURES
Figure 6.1: Expenditure on Advertising 33

Figure 6.2: Advertising Channel Distribution 34

Figure 8.1: How often customer does shopping with respect to gender 55

Figure 8.2: Payment method of customers with respect to age 57

Figure 8.3: Respondent satisfied company with respect to gender 58

Figure 8.4: Occasion Preference with respect to gender 60

 Chapter

1 INTRODUCTION

1
1.1 OBJECTIVES

 To understand and estimate the consumer perception and factors affecting their behavior
for choosing e-commerce sites.
 To understand tactics and methods thatare used by e-commerce players to grab the
customers in India.
 To know how consumers are evaluating e-commerce sites for their purchases.
 To understand the work flow of Amazon and Flipkart which are leading in India.
 To study complexities and barriers those are there in between e-commerce sites and
customers.
 To find out new opportunities and to succeed in those procedures.

1.2 PROBLEM DEFINITION

In India e-commerce evaluated like a giant with huge opportunity and success rate. There are so
many big and small players in market. Are they really going to sustain in market for a long time
and is there success rate for them. What are customers expecting from them and are they ready to
fulfill their requirements. The study is to understand both parties’ requirements and procedures.

1.3 RESEARCH APPROACH

1.3.1 EXPLORATORY RESEARCH

Exploratory research conducted for a problem that has not been clearly defined. Exploratory
research helps determine the best research design, data collection method and selection of
subjects. It should draw definitive conclusions only with extreme caution. Exploratory research
often relies on secondary research such as reviewing available literature and/or data, or
qualitative approaches such as informal discussions with consumers, employees, management or
competitors, and more formal approaches through in-depth interviews, focus groups and
projective methods.

2
1.3.2 DESCRIPTIVE RESEARCH

The objective of descriptive research is to describe the characteristics of various aspects, such as
the market potential for a product/company or the demographics and attitudes of consumers who
buy the product with the help of primary data collected.

1.4 DATA COLLECTION

The goal for all data collection is to capture quality evidence that then translates to rich data
analysis and allows the building of a convincing and credible answer to questions that have been
posed.

1.4.1 PRIMARY DATA

Primary data was collected from various people and their opinion and information for the
specific purposes of study helped to run the analysis. In essence, the questions asked were
tailored to elicit the data that will help for study. The data was collected through questionnaire to
understand their experience and preference towards their loyal company.

1.4.2 SECONDARY DATA

To make primary data collection more specific, secondary data will help to make it more useful.
It helps to improve the understanding of the problem. Secondary data was collected from various
sources such as different business websites and published papers.

1.5 LIMITATIONS

 There was so much confidential data of companies that are not exposed.
 Survey was restricted to particular age group because respondents willing to fill are
college students.
 Analysis was done based upon personal opinion of respondents individually, not from
any focus groups or experts.

3
 Chapter

2 LITERATURE REVIEW AND THEORITICAL FRAMEWORK

4
2.1 LITERATURE REVIEW

Sharma and mittal (2009) in their study “prospects of e-commerce in India”, mentions that India
is showing tremendous growth in the e-commerce. Undoubtedly, with the middle class of 288
million people, online shopping shows unlimited potential in India. The real estate costs are
touching the sky. Today e-commerce has become an integral part of our daily life. There are
websites providing any number of goods and services. The e-commerce portals provide goods
and services in a variety of categories. To name a few: apparel and accessories for men and
women, health and beauty products, books and magazines, computers and peripherals, vehicles,
software, consumer electronics, household appliances, jewelry, audio, video, entertainment,
goods, gift articles, real estate and services. Ashish gupta, senior managing director of helion
venture partners and one of the first backers of Flipkart as an angel investor: “Flipkart has been
absorbing companies that have some potential (letsbuy, myntra). In that process, some of the bets
will go wrong, for sure. But that is par for the course. The company (Flipkart) is consciously
taking bets that allow it to either grow or eliminate competition that reduces marketing spend and
improves economics.”

Miyazaki and fernandez (2001) substantiated that the prior experience was found to affect the
intention and behavior significantly and in a variety of ways. The results of this study imply that
the technology acceptance model should be applied to electronic commerce research with
caution. In order to develop a successful and profitable web shop, understanding customers'
needs is essential. It has to be ensured that products are as cheap in a web shop as purchased
from traditional channels. According to sharma and mittal (2009) in their study “prospects of e-
commerce in India”, mentions that India is showing tremendous growth in the e-commerce.

Undoubtedly, with the middle class of 288 million people, online shopping shows unlimited
potential in India. The real estate costs are touching the sky. Today e-commerce has become an
integral part of our daily life. There are websites providing any number of goods and services.

The e-commerce portals provide goods and services in a variety of categories. To name a few:
apparel and accessories for men and women, health and beauty products, books and magazines,

5
computers and peripherals, vehicles, software, consumer electronics, household appliances,
jewelry, audio, video, entertainment, goods, gift articles, real estate and services. Samadi and ali
(2010) compared the perceived risk level between internet and store shopping, and revisit the
relationships among past positive experience, perceived risk level, and future purchase intention
within the internet shopping environment.

Abhijit mitra (2013), “e-commerce in India-a review”, international journal of marketing,

financial services & management research. Concluded that the e-commerce has broken the
geographical limitations and it is a revolution-commerce will improve tremendously in next five
years in India.

D.k.gangeshwar (2013), e-commerce or internet marketing: a business review from Indian

context”, international journal of u- and e- service, science and technology. Concluded that the e-
commerce has a very bright future in India although security, privacy and dependency on
technology are some of the drawbacks of e-commerce but still there is a bright future to e-
commerce.

Martin dodge (1999),finding the source of Amazon.com: examining the hype of the earth’s
biggest book store”, center for advanced spatial analysis. Concluded that Amazon.com has been
one of the most promising e-commerce companies and has grown rapidly by providing quality
service.
Vijay govindarajan is one of the world’s leading experts on strategy and innovation.
Govindarajan, coxe distinguished professor at dartmouth college’s tuck school of business and
marvin bower fellow at harvard business school, is also a best-selling author. The biggest
opportunity in India is e-commerce. Why? Three important factors will drive this: 1) mobile
phone penetration; 2) a young demographic that is used to ordering things using the mobile
platform; 3) growth of consumerism with more Indians with higher disposable income. We will
see many new innovative business models in the e-commerce space in the next five years. No
doubt we will see new innovative high-growth companies—Indian equivalents of alibaba.

6
2.2 E-COMMERCE IN INDIA

India had an internet user base of about 354 million as of june 2015 and is expected to cross 500
million in 2016. Despite being the second-largest userbase in world, only behind china (650
million, 48% of population), the penetration of e-commerce is low compared to markets like
the united states (266 million, 84%), or France (54 m, 81%), but is growing at an unprecedented
rate, adding around 6 million new entrants every month. The industry consensus is that growth is
at an inflection point. In India, cash on delivery is the most preferred payment method,
accumulating 75% of the e-retail activities. Demand for international consumer products
(including long-tail items) is growing much faster than in-country supply from authorized
distributors and e-commerce offerings. Largest e-commerce companies in India
are Flipkart, Snapdeal, Amazon India, paytm.

Market size

India's e-commerce market was worth about $3.9 billion in 2009, it went up to $12.6 billion in
2013. In 2013, the e-retail segment was worth us$2.3 billion. About 70% of India’s e-commerce
market is travel related. According to google India, there were 35 million online shoppers in
India in 2014 q1 and is expected to cross 100 million mark by end of year 2016. Cagr vis-à-vis a
global growth rate of 8–10%. Electronics and apparel are the biggest categories in terms of sales.
By 2020, India is expected to generate $100 billion online retail revenue out of which $35 billion
will be through fashion e-commerce. Online apparel sales are set to grow four times in coming
years.

Key drivers in Indian e-commerce are:

 Large percentage of population subscribed to broadband internet, burgeoning 3g internet

users, and a recent introduction of 4g across the country.
 Explosive growth of smartphone users, soon to be world's second largest smartphone
userbase.
 Rising standards of living as result of fast decline in poverty rate.

7
 Availability of much wider product range (including long tail and direct imports)
compared to what is available at brick and mortar retailers.
 Competitive prices compared to brick and mortar retail driven by disintermediation and
reduced inventory and real estate costs.
 Increased usage of online classified sites, with more consumer buying and selling second-
hand goods

8
 Chapter

3 PRODUCT OR SERVICE ALLIANCES

9
3.1 FLIPKART

Flipkart has launched its own product range under the name “digiflip”, Flipkart also recently
launched its own range of personal healthcare and home appliances under the brand “citron”.
During its initial years, Flipkart focused only on books, and soon as it expanded, it started
offering other products like electronic goods, air conditioners, air coolers, stationery supplies and
life style products and e-books. Legally, Flipkart is not an Indian company since it is registered
in Singapore and majority of its shareholders are foreigners. Because foreign companies are not
allowed to do multi-brand e-retailing in India, Flipkart sells goods in India through a company
called ws retail. Other third-party sellers or companies can also sell goods through the Flipkart
platform. Flipkart now employs more than 15000 people. Flipkart allows payment methods such
as cash on delivery, credit or debit card transactions, net banking, e-gift voucher and card swipe
on delivery. Flipkart is presently one of the largest online retailers in India, present across more
than 14 product categories & with a reach in around 150 cities and delivering 5 million
shipments per month.

3.1.1 EXCLUSIVE PRODUCTS

Motorola mobility, previously owned by google but then sold to lenovo, in an exclusive tie up
with Flipkart launched its budget smartphone moto g in India on 5 february 2014 more than
20,000 units were sold within hours of launch on Flipkart after this Flipkart was looking for a
long term tie up with motorola mobility. They also launched their android smartphone, the moto
x, on 19 march 2014. Flipkart later sold the moto e, cheaper than moto g, from 13 may 2014. The
sale of high-end smartphone xiaomi mi3 produced by xiaomi tech was launched in India on an
exclusive tie-up with Flipkart. The first batch was sold out within 39 minutes on 22 july 2014,
the second in 5 seconds on 29 july 2014. The sale was proceeded on pre-registration mode where
more than 150,000 buyers booked for the 5 august 2014 sale. This got sold off in less than 2
seconds. Following this xiaomi tech sold 20,000 units in the next sale on 12 august 2014.

On 2 september 2014 Flipkart held a flash sale of the xiaomi redmi 1s budget android
smartphone which was launched in India in july 2014. 40, 000 units priced at rs 5999 each were

1
sold within seconds. A further 40,000 units were sold within 4.5 seconds on sept 9, 2014. The
third redmi 1s sale on sept 16, 2014 sold 40,000 units in 3.4 seconds; in the 4th round of sale of
redmi 1s, 60,000 units sold in 5.2 seconds on sept 23, 2014. On 30 september 2014 60,000 units
sold in 13.9 seconds. Redmi note in India exclusively through Flipkart; 50,000 units sold in 6
seconds on 2 december 2014. In july 2014 Flipkart launched its own set of tablet, mobile phones
& phablet. The first among these series of tablet phones was digiflip pro xt 712 tablet. In july
2014 Flipkart launched its first networking router, under its own brand name named digiflip
wr001 300 mbit/s wireless n router. In september 2014 Flipkart launched its in-house home
appliances and personal healthcare brand citron. The label includes a wide range of cooking
utilities and grooming products.

3.1.2 ACHIEVEMENTS IN E- COMMERCE

In september 2015, sachin bansal and binny bansal entered forbes India rich list debuting at the
86th position with a net worth of $1.3 billion each. Co-founder of Flipkart, sachin bansal, got
entrepreneur of the year award 2012-2013 from economic times, leading Indian economic daily.
Flipkart.com was awarded young turk of the year at cnbc tv 18's 'India business leader awards
2012' (ibla). Flipkart.com- got nominated for Indiamart leaders of tomorrow awards 2011.

3.1.3 FAILURE IN MUSIC INDUSTRY

In october and november 2011, Flipkart acquired the websites mime360.com and chakpak.com.
Later, in february 2012, the company revealed its new flyte digital music store. Flyte, a legal
music download service in the vein of itunes and Amazon.com, offered drm-free mp3
downloads. But it was shut down on 17 june 2013 as paid song downloads did not get popular in
India due to the advent of free music streaming sites.

3.1.4 ACQUISITIONS

 2010: weread, a social book discovery tool.

 2011: mime360, a digital content platform company.

1
  2011: chakpak.com, a bollywood news site that offers updates, news, photos and videos.
Flipkart acquired the rights to chakpak's digital catalogue which includes 40,000
filmographies, 10,000 movies and close to 50,000 ratings. Flipkart has categorically said
that it will not be involved with the original site and will not use the brand name.
 2012: letsbuy.com, an Indian e-retailer in electronics. Flipkart has bought the company
for an estimated us$25 million. Letsbuy.com was closed down and all traffic to letsbuy
has been diverted to Flipkart.
 2014: acquired myntra.com in an estimated ₹ 20 billion (2,000 crore, about us$319
million) deal.
 2015: Flipkart acquired a mobile marketing start-up appiterate as to strengthen its mobile
platform.

3.2 AMAZON

Amazon is the largest internet based company in the united states. Amazon.com started as an
online bookstore, but soon diversified, selling dvds, vhss, cds, video and
mp3downloads/streaming, software, video games, electronics, apparel, furniture, food, toys, and
jewellery. The company also produces consumer electronics notably, kindle, fire tablets, fire tv
and phone and is a major provider of cloud computing services.

Amazon has separate retail websites for united states, united kingdom & ireland, france, canada,
germany, the netherlands, italy, spain, australia, brazil, japan, china, India and mexico, with sites
for sri lanka and south east asian countries coming soon. Amazon also offers international
shipping to certain other countries for some of its products. In the year 2011, it had professed an
intention to launch its websites in poland, and sweden. In early june 2013, Amazon.com had
launched their Amazon India marketplace without any marketing campaigns. In july, 2013,
Amazon had announced to invest $2 billion (rs 12,000 crores) in India to expand business, after
its largest Indian rival Flipkart too had announced to invest$1 billion.

1
3.2.1 EXCLUSIVE PRODUCTS

The Amazon kindle is a series of e-readers designed and marketed by Amazon.com. Amazon
kindle devices enable users to browse, buy, download and read e-books, newspapers, magazines
and other digital media via wireless networking to the kindle store. The hardware platform,
developed by Amazon subsidiary lab126, began as a single device and now comprises a range of
devices, including e-readers with e ink electronic paper displays, and android-based tablets with
color lcd screens. All kindle devices integrate with the kindle store to acquire content and as of
february 2016, the store has over 4.3 million e-books available in the us. The oneplus one
launched as an Amazon exclusive in India last year, but now the device is available for purchase
on rival e-commerce store Flipkart. Moto g (gen 4) and moto g plus (gen 4) will be available
exclusively on Amazon.

3.2.2 ACHIEVEMENTS IN E- COMMERCE

On the mobile app side, Amazon had the fastest growing app download rate in 2015. In october
alone, downloads increased 200 per cent. Amazon web traffic was the highest in october as per
comscore data, at 30 million visitors. Amazon active customers have gone up 230 per cent year
on year. The awards were conferred at etailing India's flagship conference and exhibition 2014,
an event that brought together major stakeholders in the retail and e-commerce business in the
country. The "path-breaking debut of the year" award went to Amazon.in.

3.2.3 FAILURE

Amazon starts using India post and screws up its delivery system in India. At the time when the
competition among online shopping portals in India is at its highest level possible and each
player is pooling in millions from funding’s and trying to beat each other with never-before
discounts and amazing services, Amazon has taken the worst step ever possible. Amazon India
has chosen India post as its primary delivery partner and all “Amazon fulfilled” orders are now
being shipped through India post. Anyone who lives in India or has some experience with the
postal system in India needs no introduction about India post.

1
3.2.4 ACQUISITIONS

It’s no secret that e-commerce giant Amazon has been betting on India as one of its next big
markets outside the u.s. The company is not only investing capital in the region, but also
acquiring startups to help expand its presence in the country. On tuesday, Amazon announced it
had acquired Indian payments company emvantage payments pvt. Ltd. Amazon did not disclose
the acquisition amount. Similar to stripe or paypal, emvantage allows online merchants to accept
credit and debit cards. The company also allowed merchants to set up their own branded pre-paid
debit cards and mobile payments. In order to differentiate itself, company acquired many it & e-
commerce start-ups like pets.com, audible.com, junglee.com, imbd.com, zappos.com, woot etc.

1
 Chapter

4 LOGISTICS

1
 Speed of delivery is as important as the product quality for a customer. It would
not be wrong to say that logistics could be the defining factor for success of e-commerce
companies in retaining their customers. Indian logistics market itself is estimated to grow at a
cagr of 12.17 per cent by 2020. Innovations are very important in this sector, as the demand is
always for more reach and faster shipping at lower costs. Yet, the companies will need to invest
in automation, while utilizing existing resources well.

COMPANY MAJOR NEW PARTNERSHIP SERVICES

DEVELOPMENTS IN LOGISTICS LAUNCHED IN
IN 2015 2015

 Ekart becomes  MapMyIndia  Nearby App for

independent Grocery
delivery
FLIPKART

 Blackbuck
 WS retail re-
acquired

 Qikpod

AMAZON  Pickup now  Partnering with  Kirana now-

available in 50 Ngo run by with 5 kirana
cities BASIX stores in
Bengaluru

4.1 VEHICLE TRACKING CRUCIAL IN E-COMMERCE

Vehicle tracking plays a significant role in providing necessary control and effective route
planning for faster delivery. Since the logistics market is highly unorganized in India, under-
utilization of resources is not surprising. Increasing adoption of technology in operations is

1
essential to keep up customer satisfaction. Amazon added that fast, reliable and resourceful
internet connectivity across devices will help us use technology better for vehicle tracking.

Flipkart benefited by its investment in blackbuck in capturing data on vehicular movement and
utilization, and utilizing the data for better planning. “the efficiency improvement on
information gathering and orchestration is a primary focus area for us in the next year as well”.
Logistics solutions provider loginext–which caters to paytm, myntra and Amazon among others–
even, provides ‘heat maps’ for giving information on those areas where maximum delays are
happening. Loginext working with cold chain logistics service providers for delivering
perishables. Our scheduler takes input from the system about the products being transported and
accordingly schedules the deliveries. Also, the temperature and other settings required for a
particular product could be set via their app used by delivery boys.

4.2 FLIPKART

1. Delivery within two days: the first few e-commerce web sites broke the trust of many
Indian customers by not delivering the order product on time. Flipkart realized this
problem and in order to bring the customer back to on line shopping it came up with idea
of delivering the product in 2 days and if there is a delay then the customer is paid
interest on the value of product.
2. Thirty days return policy: in order to satisfy the Indian customer after the product is
delivered, Flipkart came up with idea of providing thirty day return policy. This is done
to ensure that the product delivered to the customer is not faulty.
3. Card swipe on delivery: Flipkart realized that most of Indian customers are not
comfortable sharing their credit card details online, as there is always a risk of fraud. For
solving this problem it came up with the idea of card swipe on delivery. The delivery guy
brings the card swipe machine so that all the transaction happens before customer.

4.2.1 LOGISTICS PARTNER

E-kart provides logistic solutions for Indian e-commerce giant Flipkart. Flipkart today is 3
companies: ws retail, which is the primary retailer on Flipkart.com, ekart logistics, the shipping

1
partner for ws retail and others, and Flipkart itself, which builds, maintains and runs the
marketplace. Flipkart tied up with partner stores that act as alternative delivery channels (such as
ecom express, blue dart, gatti etc), so that customers can pick up their shipments at their
convenience. “by bringing together core capabilities of iot, devices, data and automation, we
have started implementing the automation technology to pick and move packages to designated
picking station, among several other applications that make warehouse processes quicker and
smoother.

4.2.2 PROCEDURE

Flipkart team will map their supply chain end to end and know exactly how many hours and
minutes would it take for the item to reach from one step to next. E.g. How long would it take to
pick an item in our fulfillment centre (fc), how much time would it take to pack it and finally
how soon can them handover to the logistics partners for transport? Then they proceeded to do a
thorough analysis and optimization to achieve the best-possible timelines for each step.
In logistics, they needed to know the exact transport connection timings with their transport time
and reliability. They had to work closely with vendors/airlines to ensure reliable connection
and delivery of in-a-day packages without any offloading. In fact, there were some airline
partners which were piloting their express delivery capabilities along with their pilot for in-a-
day. Airlines were even helping our partners grow. In the last mile logistics, they had to ensure
that the delivery is attempted within the promised time without fail and had dedicated field
executives to guarantee the delivery.

4.2.3 TECHNOLOGY USED

To promise in-a-day guarantee to the customers, Flipkart developed a new

product called promise engine. This engine knew all about our fulfillment capabilities and thus
exactly where the item would be shipped from (depending on seller's inventory
location). Hence, it could calculate an accurate promise date for the customer. This engine also
needed to be able to provide multiple delivery speed options to customers to choose from. Once
an order is placed, the fulfillment system gave an exact hour and minute’s deadline to fcs to
process the item. This deadline also accounts for the transport connection between the source and
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the destination. The deadline feature helps us to ensure seamless processing of both in-a-day and
regular orders. Flipkart claims that its algorithm on routing makes delivery and pick-up more
accurate and faster than anyone else in this business. Flipkart’s investment in mapmyIndia has
helped the company too. Ekart spokesperson said: “the accurate address data for both sellers and
buyers will allow us to better schedule deliveries and pickups.”

4.3 AMAZON

Amazon India, the company received 65 per cent orders from tier ii and iii cities in 2015. To
establish rural distribution centers in rural India, Amazon has been training teams in packaging,
checking shipments, tracking deliveries through a mobile app, route planning to make deliveries
on time etc. Many of these centers have witnessed a five-fold increase in the number of
deliveries. Amazon has a ‘service partner’ programme too for last-mile delivery in remote areas.
“budding entrepreneurs in these areas act as Amazon.in’s local distribution network providers
and create the last-mile delivery footprint. This programme now covers more than 100 satellite
towns and tier ii and iii towns and villages.

4.3.1 LOGISTIC PARTNER

Cloudtail India pvt. Ltd, a joint venture between Amazon.com inc. And n.r. Narayana murthy’s
catamaran ventures, has become the biggest seller or merchant on Amazon India’s platform,
underlining how the world’s largest online retailer has used loopholes in the law to deploy a mix
of the marketplace and the direct-selling business model in India. Cloudtail is now the key
growth driver for Amazon India, generating at least 40% of the company’s sales in some months,
three people familiar with the matter said. Cloudtail is particularly dominant in electronics and
fashion sales, two of the three largest categories for Amazon India (promoted by Amazon seller
services pvt. Ltd). Since it launched as a seller on Amazon in july 2014, cloudtail has expanded
aggressively. Its capital was increased to rs.500 crore last month from just rs.500, 000 last july,
according to documents available with the registrar of companies (roc). The equity capital has
been pumped in jointly by Amazon asia and catamaran through an entity called prione business
services pvt. Ltd. Apart from the rs.500 crore in equity capital, cloudtail has access to secured

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loans totaling rs.300 crore, roc documents show. Atsl will be one of the logistics partners for
Amazon's Indian marketplace.

4.3.2 PROCEDURE

Amazon has set up a logistics company in India to deliver products directly to consumers,
opening a new front in the battle for top honours in the country's fast-growing online retail
industry. Amazon transportation services private limited, a subsidiary of us-based Amazon, will
ship goods from sellers who transact on the company's online marketplace in India. Such a
service is already on offer from Flipkart through logistics company ekart, and snapdeal, which
bought a stake in delivery firm gojavas last week. The logistics arm has been set up to aid in last-
mile delivery as products can be shipped faster. Amazon currently operates nine fulfilment
centres, ecommerce jargon for warehouses, in eight Indian states. It was the first online
marketplace to offer two-day and one-day guaranteed delivery in India, a norm in the us market.
Amazon India also recently launched easyship, an assisted shipping platform for 12,000 out of its
20,000 sellers, a platform which the company has now taken global. With easyship, our sellers
can now choose their courier partners, and ship even on the same day. More than 60% of our
customers are eligible for next-day shipping on products fulfilled by Amazon. Amazon has
struggled with deliveries in cities where snarl-ups are frequent and road signs unreliable. In
response, firms have set up logistics networks and use motorbikes instead of trucks. Another
service introduced in India in may and considered for export to other markets, seller flex, allows
sellers to have the flexibility to store goods and ship them to customers on their own, instead of
routing them through Amazon. Amazon provides technology and training to ensure goods are
packed, labelled and delivered as the company would. While Amazon in developed markets may
not want to tweak its model for best selling goods, analysts said, it could consider the made-in-
India seller solution to cut down on warehousing and delivery costs for thousands of “non-core”
products which are offered, but infrequently bought. “Amazon is becoming a lot more flexible
about how it services its customers.

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4.3.3 TECHNOLOGY USED

Amazon.com inc said it has acquired Indian payments processor emvantage payments pvt ltd for
an undisclosed sum. Emvantage's employees will join Amazon's India unit that will use the
company's technology on its e-commerce website, Amazon said in a statement. Online retailer
Amazon.com inc. Is localizing its technology operations in India by freeing up its engineers to
launch new features and customize its smartphone app for shoppers. These changes have
significantly improved both the company’s user addition and retention rates. More shoppers
installed Amazon India’s smartphone app than any rival’s app in the last three months of 2015,
the online retailer said, citing data compiled by app annie, an analytics company. Downloads of
Amazon India’s shopping app tripled in the key shopping month of october compared with the
year-ago period. These numbers are significant as a majority of online shopping in India is
expected to happen on smartphones over the next five years. Already, Amazon and its rivals
Flipkart ltd and snapdeal (jasper infotech pvt. Ltd) get more than 70% of their traffic from
smartphones. Amazon’s tech expertise in consumer-facing products, predictive analytics, supply
chain, among other areas is one of the reasons it is catching up fast with Flipkart and snapdeal.
Another change was the sign-up process for mobile customers. “the sign-up process was you
enter the email, then password, then you verify it, etc—that was too much. Now, we pre-detect
the mobile number and the new user only has to enter a password. You get an otp, which is read
and entered automatically. This is another feature we have opened up in other markets. Overall,
the goal is to understand where there is friction for the customer and then eliminate that. Initially,
however, Amazon adopted most of the features of its global app in India. Those features
included things such as barcode scanning, which were of no use to Indian shoppers. Apart from
irritating customers, the features also caused the app to become very heavy in terms of taking up
space on smartphones. This was particularly problematic as a majority of Amazon’s current and
future customers will own low-end smartphones that offer limited storage space. Clunky apps
also don’t tend to work best on cheap smartphones.

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 Chapter

5 MARKETING STRATEGY

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5.1 FLIPKART

Flipkart's business model is much deeper and much expansive that could possibly elaborate here.
However, a few key points -

 Rationalized supply chain - inbound logistics

 Strategic warehousing and distribution capability - operations
 Well aligned fulfillment process - outbound logistics

All the three processes are extremely well integrated - first by a sound strategy, around which the
organizational structure is built. So they have a strategy, and a complementing structure to
support their strategy. The third critical success factor for Flipkart is the technology as an
enabler. A strong information systems is at the core of the organization, which drives visibility
and end-to-end integration across their supply chain processes (inbound - operations - outbound)
resulting in a well lubricated efficient machine.

Flipkart, must be seen as a logistics company rather than a retail business. Although it sells
products to consumers, and hence is academically classified as a b2c business, the core of the
business lies in its efficient logistics, which allows it to sell products at attractive prices.

However, its competitive advantage is not in its retailing capabilities. Infact that aspect of the e-
commerce business is easily imitable and hence not sustainable. The sustainable competitive
advantage of Flipkart, lies in its logistics and operations infrastructure - which has a very high
barrier to entry: owing to its extensive capital investment and difficult to replicate strategy-
structure-culture mix.

Cons: potential threat of the original replacing the imitated.

It is important to reflect upon the fact that its founder members (the bansal's) have had an early
stint with Amazon and have successfully modeled Flipkart's business on Amazon strategy. So, it
would be fair to say that Flipkart imitated Amazon's model to an extent. However, owing to
governmental regulation and international trade barriers (read retail fdi restrictions), Amazon has

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not yet been able to compete with Flipkart on an even keel. (Amazon operates as a marketplace
rather than a retailer). Amazon has all the infrastructure, culture, and technology enablers in
place that Flipkart has - and on a much larger scale. One other thing that they have is huge
financial muscle power - much larger than what Flipkart has. And the moment when these
restriction on fdi in retail are lifted, Amazon will be a major threat to Flipkart. And all these
acquisitions that Flipkart has been making, is to bulk up and brace up for the competition it
faces.

5.1.1 MARKETING MIX OF FLIPKART

Product in the marketing mix of Flipkart - Flipkart is an online retailing industry and started its
operations with the sale of books. For two years, it sold only books through its website as the
management and shipment of books was much easier. After its expansion, it started dealing with
products like air coolers, washing machines, air conditioner, life style products, stationary
supplies, cell phones, computers, calculators, microwave ovens, water purifiers, laptops,
cameras, audio players, products relating to health care, dishwashers and e-books. Products sold
on Flipkart have the same warranties of the brand if sold outside in a showroom. It has recently
launched its personal product range called “digiflip”. Under this brand, it offers products like
computer accessories, camera bags, headphones and pen drives. In july, Flipkart introduced its
own tablet phones and networking router under its personal range “digiflip”. On february 5, 2014
in a special tie up with motorola mobility, Flipkart has provided a platform for the launch of
‘moto g’. Online shoppers went crazy with the unveiling of this smart phone. This awe-inspiring
response resulted in the sales of nearly 20,000 mobiles in a few hours. Continuing their
association,‘moto x’, an android smartphone, was introduced on march 19. On may 13,‘moto
e’was launched at the same site triggering the same response. Continuing this success story
Flipkart in a tie up with xiaomi techintroduced ‘xiaomi mi3’ on its platform. In the first phase
on22nd july all the phones were sold in just 39 minutes and in the 2nd phase on 29th july the
sold out was complete in only 5 seconds. On 5th august the sale was completed in just 2 seconds.
This amazing response and hyper mania has helped in giving Flipkart an immense lift up.

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Place in the marketing mix of Flipkart - Flipkart functions entirely in India and it has its
headquarters in the garden city of bangalore in karnataka. It is owned by a singapore based
company and is registered over there. According to India’s foreign policy, a foreign company is
not allowed e- retailing over here. Therefore, in India, Flipkart sells the merchandises through an
Indian company ws retail. Flipkart also provides its own platform to other companies who are
interested in selling their goods. The website is very easy and hassle free. Browsing, keeping
track of products, getting reviews, ordering goods and payment methods are very convenient for
the individuals. At first Flipkart started its operations on the consignment model in which they
personally bought the book and couriered it. Later they opened many warehouses where the
goods were stored safely. The first warehouse was opened in bangalore and later in delhi,
mumbai, chennai, hyderabad, pune, noida and kolkata. As of today, more than five hundred
suppliers are working for Flipkart. At least 80% of the orders placed are handled and controlled
via warehouses. Shipping companies and courier companies are the real mediators in this setup.
The quick and well-organized service is the reason why the company has been able to put its
mark on the Indian market. Their delivery network is spread over thirty-seven cities with
delivery being possible in any nook and corner. Price in the marketing mix of Flipkart - though
Flipkart started its venture with an investment of just inr 400,000, today its net worth is nearly
1billion dollars as its sales are increasing day by day. It still earns revenue of 50% from selling
books online. Electronic commerce has become a huge hit because of Flipkart. Its price policy is
very flexible because of online transactions. Amount to be charged is determined after looking at
the innumerable expenses like transport expenses, supplier expenses, packaging costs, courier
charges, shipping cost, office expenses, maintenance expenses, discount allowances,
depreciation, taxes, advertisement expenses and many other expenses. Discounts up to 35% are
allowed periodically to boost up the sales and maintain competitive prices. For payments,
Flipkart allows credit card transactions, cash payment after delivery, transaction through debit
card, by swiping card on delivery, vouchers available as e-gift and net banking. Promotions in
the marketing mix of Flipkart - Flipkart has changed the concept of multi brand retailing of
products through internet in India. Its huge success has proved to be an inspiration for other
companies. It operates mostly through mouth advertising. The satisfied customers have been
their best promoters. To have a firm grip on the online world Flipkart has used the services of

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google ad-words and seo. These marketing tools have made them household names.
Downloading the exclusive app of Flipkart helps in getting alerts about the current offers, order
status, price drops, recent launches and various gift coupons. Flipkart has also taken the help of
creative and interesting advertisements so that an awareness and trust is generated for their
website amongst the people. Their first campaign was shown on tvc with the concept that books
can be delivered with just a single click. Recently an ad has been launched to increase the social
visibility where the tag line is “no kidding no worries”. Trained individuals are hired to fulfill
their responsibilities adequately. The systematic planning and level of effort undertaken to reach
such heights is commendable.

5.2 AMAZON
5.2.1 SEGMENTATION

E-commerce giants like Amazon uses demographic & psychographics segmentation to segment
the markets. Amazon’s segmentation is based on actual purchase behavior: not what people
might have expressed interest in, but what they actually did. Amazon’s micro-level segmentation
targets each customer individually, allowing the company to convert visitors into long-term,
high-value customers. Customer segmentation often involves creating personas who will buy in a
certain way & certain products. Similarly Amazon targets the middle class & upper class people
who have got hands on experience in the basic technology but don’t have time or prefer
convenience over shopping from the physical outlets. Amazon has successfully positioned itself
as a glocal (go global act local) e-commerce giant where one can buy anything & get it delivered
at any remote locations. Using the catchphrase #aurdikhao in its most recent campaign in India,
it has further helped them carve a distinct space in the consumer’s mind.

5.2.2 MARKETING STRATEGY

In order to differentiate itself, company acquired many it & e-commerce start-ups like pets.com,
audible.com, junglee.com, imbd.com, zappos.com, woot etc. Which helped them in providing
high value to their customers using existing technology of the acquired partners at low cost?
Amazon has also achieved economies of scale through extensive product offerings which include

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electronics, toys and games, apparels, diy and many more. These offerings help Amazon to keep
its prices low thereon passing on the benefits to the consumers. Amazon’s robust customer
centric approach to analyse the customer buying behavior based upon preferences has helped
them to have competitive edge over their competitors. More than 50% of the consumers are the
repeat buyers at Amazon.com. Furthermore, Amazon is one of the longest players to be present
in the online sector and has a solid hold in European countries and us. This bottom line is
helping the company to expand in new markets.

Brand equity in the marketing strategy of Amazon – from being merely an e-book provider to
emerging as the 2ndlargest e-commerce company in the world, Amazon.com has steadily
increased its spending on advertising and promotion to make its brand stronger and have a higher
brand equity. By april 2015, the brand of Amazon.com was worth us$ 176 billion. “a brand for a
company is like a reputation for a person. You earn reputation by trying to do hard things. With
more than 55% repeat buyers, the numbers tells everything about the brand. It is among 13
world’s most valuable brand” (forbes list).

Competitive analysis in the marketing strategy of Amazon –short listing the competitors of
Amazon depends on what business sector of Amazon is being considered. Apple would be the
largest competitor when considering book or content related delivery such as books, movies,
magazines, and audiobooks. The itunes store will always be a threat to the Amazon store because
of apples devices like the ipad, iphone, and macbook. When considering web services google
would emerge as the largest competitor.

Walmart is the biggest threat to Amazon in us as reports roll in of various attempts to compete
with the large online retailer. Reports of walmart testing a locker system for consumers where
shoppers can order and pay online and pickup at their convenience are surfacing. Walmart is
also still testing same-day delivery in four cities and remains the fourth largest online
retailer. Walmart rakes in about $9 billion in internet sales, which Amazon more than doubles in
a quarter. However, Amazon does not have the physical structure base that walmart has to start
with.

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In developing countries as well as in developed, there are many local portals which give tough
competition to Amazon. For example – snapdeal, Flipkart are some of the competitors of
Amazon. Similarly, groupon, first cry are specialized e-commerce portals which take away
traffic from Amazon. Thus, these local competitors of each country also react strongly to
Amazon’s presence. Market analysis in the marketing strategy of Amazon- the global e-
commerce market is still in the evolving phase. With the adaptation of technology in the
developing economies customers are now becoming more comfortable with online shopping.
Fierce competition from biggies like alibaba, ebay, start-ups & local ecommerce players like
Flipkart, snapdeal is more of resulting into overall growth of the industry which is good for the
industry.

Customer analysis in the marketing strategy of Amazon- Amazon customers consist of upper
& middle class social groups who have inclination towards using e-commerce portals and are
comfortable with online shopping. Majority of the customers are professionalsor businessmen
who are busy with their business/job & find it convenient to purchase anything online rather than
visiting the physical outlet in order to save time & money. Furthermore, the customers might
also be the ones who are searching for deals. Due to this, the portal is known to have specific
days where they give massive discounts to their buyers.

5.2.3 MARKETING MIX

Product in the marketing mix of Amazon

Amazon is an international ecommerce company, using connections to the internet from various
gadgets such as phones and tablets, to allow its customers to browse and purchase products
immediately. These products are then delivered to the customer, using delivery service
companies. Amazon has built up a huge product base, and sells almost everything, including:
kindle, books, dvds, mobile phones/tablets, gaming consoles and games, clothes for men/women
and children, jewellery, gardening equipment. Amazon initially started only with books and it is
till date known as the highest book seller in the world. This is why, Amazon also introduced
kindle. Kindly is an ebook reader from Amazon and it is the reason that the publishing market is

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having such a big revolution of converting hard paper to digital ebooks because ease of reading
by kindle. Due to success of kindle, Amazon also introduced kindly fire – its own tablet pc. Type
in a search entry into a search engine for a specific product, and the chances are that Amazon
will stock what you need, and will be on the search list. As they continue to grow, more and
more products are added to their inventory. Once established into books, Amazon quickly
expanded to other products to maintain its presence in the market. Where ebay is know for techie
products, Amazon is known for knowledgeable products. Amazon continues to expand its
product base, and in july 2014 it entered the smart phone market, releasing its very own fire
phone. The phone followed the release a month earlier of Amazon’s very own set top box system
– Amazon fire tv- which allows streaming from various channels, as well as supporting speech
commands when searching.

Place in the marketing mix of Amazon

In the recent past, sites such as Indiaplaza and allshcoolstuff were forced to close due to the lack
of trust when buying goods online. However, the brand image of Amazon enables it to have a far
and wide presence and the bottom line of the company is enough to enable massive r&d efforts
to secure the website. Amazon has customer service bases in many of the countries where it has
an online presence, with most bases being located in the different states of the usa. Amazon
employees are friendly and relaxed.

Promotion in the marketing mix of Amazon

While Amazon has broadcast television commercials, these are mostly in the american market.
Amazon uses mainly web based advertising, and they make some use of billboard and smaller
methods of advertising. Amazon also uses advertising networks online so that whenever you
check something on Amazon, you will see an ad for the same thing somewhere else on some
other website. Search engine marketing and getting the company’s name high up the search
engine’s results is also a smart promotional strategy by Amazon. The founder of Amazon had
this in mind when creating the company, deciding that it should start with an ‘a’.

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In India, Amazon can be seen to rely on the best source of promotion there is – word of mouth.
People telling others about the site, or mentioning it in a positive way is a sure way to have a
new future customer. However, there are several print media ads to make their presence felt to
the people. However, much more is needed in the promotions department from Amazon in India
because the traffic of Amazon is being taken over fast by Flipkart.

Price in the marketing mix of Amazon

Amazon is competitive with its prices, and has little ways of staying ahead of its market
contemporaries. For example, if you are looking to buy a book, Amazon offers you a new copy,
or a used copy as well, complete with pricing and condition. Another initiative is to pay to have a
premium account, ensuring faster deliveries. Amazon can also keep their prices competitive due
to their use of staff. Minimum numbers – but well trained – ensure that consumers benefit from
the lack of overheads, and the result is shown in the prices online.

As more and more people can access broadband connections in India and get online, the
competition for the likes of Amazon.com will toughen. Amazon’s quiet entry into India has seen
some growth so far due to its brand image, and it will be looking to keep its prices as low as
possible to capture a slice of the growing market place. It faces tough competition from the likes
of ebay, Flipkart and snapdeal.

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 Chapter

6 ADVERTISING AND PROMOTIONS

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 6.1 2021 ADVERTISING STATISTICS FOR E-COMMERCE FIRMS

By all accounts 2020 was a miserable year. A global pandemic led to an economic recession impacting
the ad marketplace. However, Indian advertising industry saw more than 20% growth in the calendar
year 2021, according to GroupM's mid-year forecast. The expenditure incurred by the advertising market
in India peaked to 9.5 billion in 2021. Ad spending on print media grew 39% to ₹16,595 crore in 2021
from ₹11,925 crore the previous year, according to the Pitch Madison Advertising Outlook Report 2022.
It predicts the segment to expand 13% to ₹18,750 crore in 2022.The share of print to the overall
advertising expenditure (adex) in India last year was 22%, the highest in the world. Globally, this share
is 5%.

Let’s have a look at the highlights of the advertising spend done by various e-commerce
companies in 2021.

• It is projected that there will be up to 230 million online buyers in the United States in 2021
(Oberlo).
• More than 70 percent of consumers like to shop online because of free delivery (Deloitte).
• eCommerce is expected to make up 15.5 percent of the total U.S. retail sales in 2021
(eMarketer).
• Fifty-four percent of consumers discover brands through social media (Shopify).
• More than half of consumers (52 percent) avoided going to physical stores because of the
COVID-19 pandemic (Statista).

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 Figure 6.1 Expenditure on Advertising

6.2 E-COMMERCE ADVERTISING LANDSCAPE TILL 2021

Spending big –Flipkart’s annual advertising budget is about rs. 1073.4 crore, while Amazon’s
expected investment in advertising for 2021 is Rs 2,728 crore. In 2020, e-commerce companies
spent rs 4600 cr on advertising overall. This does not include players in the travel industry such
as makemytrip, yatra and cleartrip. Travel contributes 70% to the e- commerce market in India.
During recent festive season, amazon is a clear winner with use of massive budget on advertising
and literally flooding all tv shows and movie channels with amazon advertisement. The exact
figures are not available but rough estimates amount up to rs 250 cr being spent on festive season
advertising budget.  In 2021, the Indian e-commerce sector spent the maximum share of its
advertising budgets on television, followed by digital media with a 37 percent share in the
expenditure. Moreover, the advertising expenditure on print media reduced drastically from 25
percent in 2018 to 8 percent in 2021.

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Print vs. Radio vs. Television vs. Online – in 2021, print has been the most widely used
medium of advertising, with e-commerce companies spending rs. ₹16,595 crore on it. In a
country where 47.2% households have television sets, as compared to 47% of online users,
television is the next medium of choice, where online players have spent rs. 6300 cr, finally
followed by radio at rs. 350 cr.

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 Figure 6.2 Growth of the Indian Ad Industry

Capturing the market eye-balls in travel

Travel e-commerce is valued at 2.6 trillion dollars in India, accounting for 70% of the overall
market, and growing at a 22% cagr. Travel websites in India have so far preferred to wage fare
wars, competing on the value of sales offered in tickets and hotel bookings rather than direct
advertising. Those that have tie-ups with hotels and offer complete travel solutions also compete
on the types of package tours and their competitive pricing.

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How do e-commerce players manage to spend big amounts on advertising?

Almost all the e-commerce players are backed by global and local investors who are pouring
million of dollars in these companies. A large part of this investment is being used by e-
commerce players to enhance their brand identity and corner a loin share of online shoppers. Of-
course, the smaller companies who lack substantial investment are at a loss here. However, some
of the smaller, niche e-commerce players are making targeted marketing efforts to channelize
their advertising fund to maximize roi.

Outlook for spend on advertising in 2022

As per the GroupM futures report ‘This Year, Next Year’ (TYNY) 2022, the ad spends are
estimated to reach 107,987crs in 2022. This represents the estimated growth of 22% for the
calendar year 2022. India to be the fastest-growing market among the top 10 global markets
and retains its ninth rank in 2022.

6.3 FLIPKART ADVERTISING AGENCY

Happy creative services, which has been the brand's creative agency since 2010. Myntra, the
fashion e-commerce major which Flipkart had acquired in may 2014, will be handled by lowe
lintas, which had already been the brand's creative agency since march 2014. Flipkart and myntra
continue to operate as separate entities and myntra founder mukesh bansal is the head the fashion
business for Flipkart and join the Flipkart board. Flipkart's first tv commercial for the e-retailer,
'fairytale', was an elaborate 100-second effort. Created in the old english style of fairytales, it
was the story of an old woman, a voracious reader, who lives in a cottage and orders her daily
read by clicking on a live mouse. The rest of the ads including 'no kidding', 'shopping ka naya
address' and the most recent one, 'Flipkart it', have been etched in tv viewers' minds owing to the
unique approach of using child actors to communicate the ease of shopping on Flipkart. In 2013,
the e-commerce portal announced its entry into the realm of fashion and lifestyle with a new tvc
campaign titled 'fashion has a new address' - an extension of its previous punchline, 'shopping
has a new address'.

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6.4 AMAZON ADVERTISING AGENCY

Orchard advertising India is Amazon India’s advertising agency. Orchard advertising India
highlights the benfits of shopping on Amazon.com with # weIndians. Conceptualized and
executed by orchard India and directed by anurag kashyap, the one minute video shows Amazon
as a reliable place to shop from with original products, easy return policies and on-time delivery.
The video comes along with a song with lyrics by amitabh bhattacharya and music by amit
trivedi. #aurdhikhao to #trytohkar, #apni dukaan and now #weIndians are the famous taglines
used for Amazon India advertising.

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 Chapter

7 SWOT ANALYSIS

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7.1 FLIPKART

Strengths:

1. India’s largest e-commerce retailer: Flipkart is the India’s largest e-commerce

company & had sold gmv (gross merchandising value) of $1 billion till now.
2. Experienced founders: the founders of Flipkart, sachin & binny bansal are ex-Amazon
employees. Having prior experience in the e-commerce industry helped the founders to
work strategically and differentiate their business in a highly competitive market.
3. Acquisition: with its series of acquisitions like letsbuy.co,, chakpak.com, weread.com,
mine360 & the recent one myntra in 2014 has helped the company to expand in the e-
commerce space & used the capabilities and existing resources of acquired companies.
4. High brand recall: Flipkart has established itself as a renowned e-commerce company in
India through tv ads, online branding and through its presence on social media. Brand
activities like the “big billion day” have really increased the brand recall of the company.
5. Own payment gateway & logistic arm: having its own logistics arm e-kart & payment
gateway payzippy has helped the company to control its expenses. Thereby passing the
benefits to the end customers.
6. Exclusive & broad range of products: from having exclusive rights to launch some
products like motog motox, xiaomi mi3 as well as personal designers segments in
garments category, has helped the company to differentiate and localize its offerings.

Weaknesses:

1. Limited distribution channel reach: although its logistics arm has kept cost’s low, the
reach has been affected which is a weakness for Flipkart. Due to use of outsourcing,
global giants like Amazon & ebay can deliver the product anywhere in the country.
However, Flipkart is still struggling in this field.
2. Cost of acquisition: due to stiff competition in the market & low customer retention, the
cost of acquisition is high because Flipkart acquires a lot of customers through online

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 advertising. As per Flipkart data, the company spends r.s 400/- on acquiring a new
customer on an average.
3. Power in the hand of buyers: since this industry is flooded with many players, buyers
have a lot of options to choose. Switching costs are also less for customers since they can
easily switch a service from one online retail company to another. Same products will be
displayed in several online retail websites. Product differentiation is almost absent and
the fight then begins on the basis of price only.

Opportunities:

1. Expansion of business: by targeting other emerging markets company can increase their
revenues as well as it can have economies of scale.
2. Expanding their product categories: this will increase their customer base & at the
same time will reduce the cost of acquisition and customer switch.
3. Changing mentality of Indian customers: with increasing numbers of customers
getting comfortable with online shopping & increase in numbers of internet users in
India, there is huge potential in this industry.
4. Supply chain: by optimizing their supply chain they can compete with the other players
& can manage the loosing sales on account of not making the product available due to
delivery constraints.
5. Establishing in other developing economies: like Amazon, Flipkart can slowly start
expanding out of India and establish operations in other countries as well which will help
improve revenues.

Threats:

1. Competition: stiff competition from the global players like Amazon, ebay as well as
local player like snapdeal, tolexo and shopclues who are continuously trying to eat each
other’s market share.
2. Government regulations on the issues related to fdi in multi branding retail has been a
big hurdle in the success of the e-commerce industry in India.

4
7.2 AMAZON

Strengths:

1. Strong background and deep pockets – built on its early successes with books,
Amazon now has product categories that include electronics, toys, games, home and
kitchen, white goods, brown goods and much more. Amazon has evolved as a global e-
commerce giant in the last 2 decades.
2. Customer centric: company’s robust crm has created customer centric processes in
order to carefully record data on customer’s buying behavior. This enables them to offer
individual items, related items or bundle them as an offer, based upon preferences
demonstrated through purchases or items visited. Also, the company claims that 55% of
their customers are repeat buyers resulting in low cost of acquisition of new buyers.
3. Cost leadership: in order to differentiate itself, company has created several strategic
alliances with other companies to offer superior customer service. The most important
strategic tie ups are with logistics provides who control costs. Because of playing on
economies of scale, Amazon is able to lower the inventory replenishment time.
4. Efficient delivery network: with its strategic partners & due to its Amazon fulfilment
centers, Amazon has created a deep & structured network in order to make the product
available even at remote locations. It also has free of cost delivery charges in certain
geographies.
5. Glocal strategy: by using the strategy of “go global & act local”, Amazon is able to fight
with domestic e-commerce companies through absorbing & by forming / partnering with
supply chain companies. The branding too is done as per local taste. For example- in
India, Amazon is currently using the “aur dikhao” campaign to encourage users to browse
more of their products.
6. Acquisitions: acquiring companies like zappos.com, junglee.com, imbd.com, woot.com
etc. Has proven to be a successful and revenue generating step for the e commerce giant.

4
Weakness:

1. Shrinking margins: due to extensive delivery network & price wars Amazons margins
are shrinking, which is resulting in even losses. In India, Amazon had a loss of $359 crs
in the year 2013-14.
2. Tax avoidance issue: Amazon has attracted negative publicity on account of tax
avoidance in countries like u.s & uk. Most of its revenue is generated from these well
established markets.
3. High debt: in many developing nations Amazon is still struggling to make the business
profitable thereby affecting the overall profitability of the group resulting into high debt.
4. Product flops – Amazon launched the fire phone in the us which was a big flop. At the
same time, kindle fire did not pick up as strongly as kindle did. Thus, there were several
product flops which caused a dent in Amazon’s deep pockets.

Opportunities:

1. Backward integration: Amazon can come up with its in-house brands in different
product categories. They can also differentiate their offering. This will help them make
profits in highly competitive e-commerce market.
2. Global expansion: expansion mainly in asian & developing economies will help
Amazon because those are the markets with low competition in e-commerce industries &
are not saturated like developed economies.
3. Acquisitions: by acquiring e-commerce companies it can decrease the competition level
& also can use the specialized capacity of the other company.
4. Opening physical stores outside u.s: by doing this Amazon can help the customers to
engage with the brand, resulting in increase in repeat purchases & increase in loyal
customer base.

4
Threats:

1. Low entry barriers of the industry: low entry barriers affect the current player’s
business as more & more company means tough competition, price wars, shrinking
margins & losses resulting into questioning the sustainability of the players.
2. Government regulations: not having clarity on the issues related to FDI in multi brand
retail, has been a big hurdle in the success of the e-commerce players in many developing
nations.
3. Local competition – India has snapdeal and Flipkart who are local e commerce retailers
and are taking away majority of the market. Similarly, there are many local players who
take bites from the market share thereby making it hard for a big player like Amazon to
make profits.

4
 Chapter

8 DATA ANALYSIS AND INTERPRETATIONS

4
8.1 METHOD OF DATA ANALYSIS

For the analysis purpose spss was used. Factor analysis was performed to determine the
correlation between the variables and highly correlated variables are combined and represented
by a factor. This is to ensure data reduction, instead of several variables they are represented by
few major factors. Regression analysis, to identify the impact of the factors identified in factor
analysis (independent variables) on customer satisfaction (dependent variable).

8.2 DEMOGRAPHICS:

Variables Measuring Frequency Percentage

group
Age <25 35 50.0

25-35 25 35.7

>35 10 14.3

Total 70 100

Gender Male 28 40

Female 42 60

Total 70 100

Table 8.1 demographics of the respondents

This chapter provides the empirical findings gleaned from the collected data. It provides
demographic information of the respondents and the statistical analysis of the information
collected from them. This is followed by the interpretation and discussion about our findings.
The above table shows that out of 70 respondents50 % of people are in the age group of < 25
years,35.7% of people are in the age group of 25-35 and 14.3% of people are in the group of
>35. We are having highest respondents who do online shopping are less than 25 years and
almost all those belongs to student category. At the same time 35.7% of age group 25-35 are

4
utilizing online shopping well. All those people are attracted to e-commerce sites which are
offering wide range of products to everywhere and also with their services. Another demographic
factor we considered is gender. Female respondents are higher than the male respondents that
who prefer online shopping. We can interpret that based upon their preferences that they are
getting different and unavailable international products online, which made easy and time
efficient.

8.3 HOW OFTEN RESPONDENT SHOP ONLINE

Valid Cumulative
Frequency Percent percen percent
t

Valid Once in month 21 30.0 30.0 30.0

Once in
11 15.7 15.7 45.7
two
month
More frequently 17 24.3 24.3 70.0

Very rare 21 30.0 30.0 100.0

Total 70 100.0 100.0

Table 8.2 how often respondent shop online

Interpretation: From above table we can interpret that how often respondents are doing
shopping online. It became habit of choosing online shopping instead of brick and mortar
shopping. Here 30% of respondents are so regular that they do shop online at least once in
month. That opens more ways to e-commerce people to succeed in market.

4
8.4 PREFERRED ONLINE SITE BY RESPONDENT

Valid Cumulative
Frequency Percent percen percent
t
Valid Flipkart 29 41.4 41.4 41.4
Amazon 29 41.4 41.4 82.9

Snapdeal 6 8.6 8.6 91.4

Paytm 3 4.3 4.3 95.7

Others 3 4.3 4.3 100.0

Total 70 100.0 100.0

Table 8.3 respondent online site preference

Interpretation: From above table we can interpret that both Amazon and Flipkart were chosen
by 82.9% people equally. And rest of the e-commerce players such as snapdeal (8.6%) and
paytm (4.3%) are too low in the competition to reach the target of both Amazon and Flipkart.
Even though paytm is offering huge discounts when compared to its competitors.

4
8.5 RESPONDENT PAYMENT METHOD

Cumulative
Frequency Percent Valid percent
percent
Valid Debit card 19 27.1 27.1 27.1
Credit card 7 10.0 10.0 37.1

Cash
44 62.9 62.9 100.0
on
delivery
Total 70 100.0 100.0

Table 8.4 respondent payment method

Interpretation: E-commerce players have to gain confidence in terms of providing security to

customer’s sensitive data. When respondent is questioned with payment method they will use
while doing online shopping, most of the respondents choose cash on delivery method which is
of 62.9%. We can analyze that cash on delivery is simple and perfect way to customer to
proceed. Even delivery boys are carrying swipe machines and made more convenient.

8.6 RESPONDENT IS MOST IMPRESSED WITH WHICH E-COMMERCE SITE

Cumulative
Frequency Percent Valid percent
percent
Valid Flipkart 28 40.0 40.0 40.0
Amazon 33 47.1 47.1 87.1

Others 9 12.9 12.9 100.0

Total 70 100.0 100.0

4
Table 8.5 respondent’s positive towards

4
Interpretation: E-commerce site that is most appreciated by customers is Amazon. Amazon is
leading with 47.1% when compared to Flipkart, which is having 40% of respondent’s interest.
And rest of e-commerce sites are not even in the reach of Flipkart and Amazon. It clearly proves
that Flipkart and Amazon are leading e-commerce market in India.

8.7 RESPONDENT CHOOSING METHOD OF E-COMMERCE SITE

Cumulative
Frequency Percent Valid percent
percent
Valid Referred
28 40.0 40.0 40.0
by
friends
Advertisements 14 20.0 20.0 60.0

Online reviews 28 40.0 40.0 100.0

Total 70 100.0 100.0

Table 8.6 respondent’s selection process

Interpretation: Which is the perfect way to reach the customers? Or by what basis client is
choosing online site for shopping. According to above table respondents are choosing as per
online reviews and also equal percentage of respondents are choosing e-commerce sites based
upon their friend’s suggestions.

5
8.8 RESPONDENT IS MORE SATISFIED WITH WHICH SITE PRICING

Valid Cumulative
Frequency Percent percen percent
t

Valid Flipkart 24 34.3 34.3 34.3

Amazon 25 35.7 35.7 70.0

Snapdeal 7 10.0 10.0 80.0

Paytm 12 17.1 17.1 97.1

Others 2 2.9 2.9 100.0

Total 70 100.0 100.0

Table 8.7 respondent’s satisfied with pricing

Interpretation: Price, the most important aspect while purchasing. When an e-commerce site
can offer what we needed with reasonable price, then everyone will go after that site only. From
above table people are mostly impressed with Amazon and Flipkart with slight change. Even
though paytm is offering all the products at very low rates, people are interested in top ones.

5
8.9 RESPONDENT WOULD LIKE TO SUGGEST TO OTHERS

Cumulative
Frequency Percent Valid percent
percent
Valid Flipkart 20 28.6 28.6 28.6
Amazon 26 37.1 37.1 65.7

Snapdeal 10 14.3 14.3 80.0

Paytm 9 12.9 12.9 92.9

Others 5 7.1 7.1 100.0

Total 70 100.0 100.0

Table 8.8 respondent will suggest to others

Interpretation: From one of our previous question we understood it that friend suggestion is so
important while purchasing online or while selecting an e-commerce site. From above table we
got our view clear based upon the respondent’s view which e-commerce site is leading in friends
suggestions. 37.1% of respondents are ready to suggest Amazon to their friends and family. And
after Amazon, Flipkart is leading in respondent’s suggestion box with 28.6%. And rests of them
are having very minimum importance and occupation in respondent’s opinion.

5
8.10 OCCASIONS PREFERRED BY RESPONDENT TO DO SHOPPING

Cumulative
Frequency Percent Valid percent
percent
Valid Festivals 7 10.0 10.0 10.0
To gift 6 8.6 8.6 18.6

Offers 38 54.3 54.3 72.9

Weddings 5 7.1 7.1 80.0

Others 14 20.0 20.0 100.0

Total 70 100.0 100.0

Table 8.9 respondent is interested in buying particularly

Interpretation: E-commerce sites know when to and how to capture customers. The timing of
offers in e-commerce sites is just perfect. Even though people don’t need them they will
purchase because of tempting deals in a row. More than 50% of people are doing online
shopping, when those e-commerce sites are offering so many exciting deals and offers. All the e-
commerce sites are moving their pawns competitive to each other, which lead customers in
confusion.

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8.11 RESPONDENTS FACED PROBLEM WITH

Cumulative
Frequency Percent Valid percent
percent
Valid Delay in delivery 15 21.4 21.4 21.4
Product damage 10 14.3 14.3 35.7

Cheap quality of
29 41.4 41.4 77.1
a product

Non delivery 7 10.0 10.0 87.1

Other 9 12.9 12.9 100.0

Total 70 100.0 100.0

Table 8.10 respondent troubled in particular issue

Interpretation: From product order to delivery of the product its company’s responsibility to
fulfill customer’s requirements. Customers expect what they paid for, if something happens they
will hesitate to purchase again. From above table most of the respondents (41.4%) are having
problem with the product quality and after that they are having problem with delay of product
delivery.

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8.12 RESPONDENTS OPINION ON FLIPKART CUSTOMER CARE

Cumulative
Frequency Percent Valid percent
percent
Valid Strongly agree 12 17.1 17.1 17.1
Agree 33 47.1 47.1 64.3

Neither agree
10 14.3 14.3 78.6
nor disagree

Disagree 9 12.9 12.9 91.4

Strongly disagree 6 8.6 8.6 100.0

Total 70 100.0 100.0

Table 8.11 respondent opinion on Flipkart customer care

Interpretation: Respondents will choose e-commerce sites when they are fully satisfied with
their complete services. After purchase also, company have to take responsible for customer’s
requirement. Flipkart made its mark in customer’s heart. Respondents (47.1%) of them are happy
with the Flipkart customer support. This is actually a better result to Flipkart, because people are
positive towards it.

5
8.13 RESPONDENTS OPINION ON FLIPKART CUSTOMER CARE

Cumulative
Frequency Percent Valid percent
percent
Valid Strongly agree 21 30.0 30.0 30.0
Agree 25 35.7 35.7 65.7

Neither agree
14 20.0 20.0 85.7
nor disagree

Disagree 6 8.6 8.6 94.3

Strongly disagree 4 5.7 5.7 100.0

Total 70 100.0 100.0

Table 8.12 respondent opinion on Amazon customer care

Interpretation: Amazon proved once again, that it will be always one step ahead from the rest
of the players in the market. Most of Amazon customers (30%) are very happy and strongly
agree with customer support of Amazon, which made Amazon unbeatable winner ahead. From
previous tables we understood customers are scared of damage of the product and quality of
products are major issues to be considered. These barriers were not there in Amazon because of
its brand collaborations and its amazing packing grabbed customer’s attention and made people
loyal to it.

5
8.14 CROSS TABULATION OF GENDER AND HOW OFTEN THEY
SHOP ONLINE

How often respondent shop online

Once in Once in two More
month month frequently Very rare Total

Gender of Male 11 3 9 5 28
respondent Female 10 8 8 16 42
Total 21 11 17 21 70

Table 8.13 crosstabulation of gender and how often they shop online

Figure 8.1 How often customer does shopping with respect to gender

5
Interpretation: From above table we can interpret that out of 70 respondents female are more
interested in online shopping when compared males because of e-commerce wide range of
varieties. And also they are leading than male respondents in different categories. Where male
are frequent buyers but female respondents are doing at least once online shopping and leading
than male. Even though female respondents are high but they are very rare online shoppers.

8.15 CROSS TABULATION OF AGE AND PAYMENT METHOD

Respondent payment method

Cash on
Debit card Credit card delivery Total
Age of <25 9 2 24 35
respondent 25-35 5 3 17 25

>35 5 2 3 10
Total 19 7 44 70

Table 8.14 crosstabulation of age and payment method

5
 Figure 8.2 Payment method of customers with respect to age

Interpretation: From above table and graph we can interpret that the mindset of respondents are
different when it comes to currency and its security. Most of the young people which are less
than 25 years are going for cash on delivery. And after that age group of 25-35 years respondents
are also going for cash on delivery. E-commerce sites are also making payment methods easier
by providing swiping machines to delivery boys. Swiping machines made customers and as well
as delivery boys works easy. Because some payments won’t be exactly round figures, they may
be in rupees such as 513 or 1007. When customers have to pay these kind of amount that will be
difficult to delivery boy to return change some times. By using swipe machines we can avoid all
these interrupts.

5
8.16 CROSS TABULATION OF GENDER AND PRICE SATISFACTION

Respondent is satisfied with pricing of

Flipkart Amazon Snapdeal Paytm Others Total
Gender Male 11 8 2 7 0 28
Female 13 17 5 5 2 42
Total 24 25 7 12 2 70

Table 8.15 crosstabulation of gender and satisfied pricing online site

Figure 8.3 respondent satisfied company with respect to gender

6
Interpretation: From above table and graph opinion on pricing shown a big difference about
respondent’s opinions towards it. Male respondent’s having almost equal opinion on all e-
commerce sites except snapdeal. Flipkart is leading in male respondent’s survey and after that
almost with same percentage Amazon and paytm are there. Paytm made huge impact in male
gender because of its coupons and its huge discounts. When it comes to female responses,
Amazon is leading than the rest of e-commerce big players in India. Where there are so many
exclusive e-commerce sites especially for girls, still they are choosing reputed and leading e-
commerce sites such as Amazon and Flipkart.

8.17 CROSS TABULATION OF AGE AND OCCASIONS

Count
Respondent is intrested in buying particularly
Festivals To gift Offers Weddings Others Total
Age of <25 1 5 19 3 7 35
respondent 25-35 6 1 13 2 3 25

>35 0 0 6 0 4 10
Total 7 6 38 5 14 70

Table 8.16 crosstabulation of age and occasion

6
 Figure 8.3 Occasion Preference with respect to gender

Interpretation: From above table and graph we can interpret that e-commerce sites are playing
their cards very well because of neither gender nor age is not going to stand as barrier when lots
of offers are available in e-commerce sites. Where respondents of <25 are interested in
purchasing while online offers are there apart of other occasions such as festivals, weddings etc.
The respondents of age 25-35 (probably employees) are also interested in offers itself and
making them utilized. These age group were also leading in occasion of festivals.

6
 Chapter

9 FINDINGS, SUGGESTIONS AND CONCLUSION

6
9.1 FINDINGS

 Female respondents are showing more interest to do online shopping than male
respondents.
 Customers are preferring quality product from e-commerce sites, even it is bit expensive.
 Flipkart is trying very hard to reach the top position but Amazon India is giving very
tough competition.
 Amazon is leading in every aspect of survey such as price, preferred and also suggesting
to friends.
 Paytm have to take care of its products and customer service because of its cheap product
quality and less variety of products making it loose customers.
 Undoubtedly Flipkart and Amazon made their impact on customers very strongly and
captured loyal customers. And they are ready suggest their online shopping site to rest of
their friends.
 Both Flipkart and Amazon India advertisings were very innovative and attractive. Both
companies are expending so much money on advertising and promotions.
 Every age group people are interested in offers, if they are in need or not they want to
purchase.

9.2 SUGGESTIONS

Flipkart is performing ok but not good enough. There are so many cases where people felt that
packing might have been better than this. Either it may be big or small / expensive or not product
has to be treated with care. Some of the products mostly apparel’s are turning out with original
cover of supplier, which shows negligence of them. In this issue Amazon made a mark among
us, because whatever the product is their packing will obviously safe and secure.

6
9.3 CONCLUSION

The study consisted with all the work flows of major e-commerce players in India, Flipkart and
Amazon. How they are performing and how they are running perfectly in the competitive world
has been explained. The innovative thinking of them to reach more and more consumers is
appreciable. They increased their network as much as possible with ultimate aim of reaching
more and more customers. They made consumers work more easy and comfortable. In this
competitive market one has to be lead and rest will follow. Based upon consumer’s survey we
got our clear winner and it is Amazon. Even though it is an international company it understood
Indians very well and made its roots stronger in India. Flipkart is also giving very tough
competition to Amazon even though it is new company when compared to Amazon. May be it
takes some time to overcome, but definitely they are doing very well in Indian e-commerce
market.

6
 References

Text books

Kotler Philip , Lane keller Kevin , Koshy Abraham and Jha Mithileshwar (2008): Marketing

Management

Journals and papers

1. “E- commerce challenges: a case study of Flipkart.com versus Amazon. in by Dr Priti Nigam

2. “Prospects of e-commerce in India” by Sharma and Mittal (2009)

3. “E-Commerce in India-A Review”, International Journal of Marketing, Financial Services &

Management Research by Abhijit Mitra. (2013).

4. ” E-Commerce or Internet Marketing: A Business Review from Indian Context”, International

Journal of u- and e- Service, Science and Technology by D.K.Gangeshwar. (2013)

5. “Finding the source of Amazon.com: examining the hype of the earth’s biggest book store”,

by Martin Dodge. (1999)

6
Appendix

“Comparison study between Flipkart and Amazon India”

1. Age
a. < 25 b. 25- 35 c. >35
2. Gender
a. Male b. Female
3. Have you ever done online shopping
a. Yes b. No
4. How often do you shop online
a. Once in month
b. Once in two month
c. More frequently
d. More often
5. Which online site will you prefer
a. Flipkart
b. Amazon
c. Snapdeal
d. Paytm
e. Others
6. How do you make payments when shopping online
a. Debit card c. Cash on delivery
b. Credit card d. Third party (Paytm wallet, Paypal etc)
7. Which online service is more satisfied in terms of products, customer care and delivery
services

a. Flipkart b. Amazon C. others

6
8. How do you choose online shopping site
a. Referred by friends
b. Advertisements
c. Online reviews

9. Have your encountered any problems with online shopping site? if yes, by which one

a. Flipkart b. Amazon c. Others

10. In terms of pricing, with which online shopping site you are satisfied

a. Flipkart
b. Amazon
c. Snapdeal
d. Paytm
e. Others

11. Which online shopping site will you suggest to your family and friends

a. Flipkart
b. Amazon
c. Snapdeal
d. Paytm
e. Others

12. On which occasions do you make purchase?

a. festivals b. gifts c. offers d. weddings e. others

13. Does promotional activities impact your purchasing decision

a. Strongly agree
b. Agree
c. Neither Agree nor Dis Agree
d. Disagree
e. Strongly Disagree

6
14. How confident are you that your personal information is kept confidential when buying
products online?
a. Extremely confident
b. Quite confident
c. Moderately confident
d. Slightly confident
e. Not at all confident

15. What kind of problem did you faced while doing online shopping

a. Delay in delivery c. Cheap quality of a product

b. Product damage d. Non delivery

16. Customer assistance after purchase from Flipkart is good

a. Strongly agree
b. Agree
c. Neither Agree nor Dis Agree
d. Disagree
e. Strongly Disagree

17. Customer assistance after purchase from Amazon is good

a. Strongly agree
b. Agree
c. Neither Agree nor Dis Agree
d. Disagree
e. Strongly Disagree